Importance Of Customer Feedback In Enterprise Mobility

The world is changing at a swift pace and this speed can be experienced in business sector as well. Customers are no longer satisfied with discounts coupons and timely service. They want a more decisive role in the deal with any company. Business owners realize this changing trend and follow their clients by giving them what they anticipate through mobile apps. However, creating a mobile app has always been a tricky task and especially for the first-timers. Business owners should look to infuse features of their business that are most liked by their customers the most keeping in mind that different customers have different views and different needs. They should refrain from stuffing all business functions present on their websites into the enterprise app. It should be simple, uncomplicated, small and should make customers feel comfortable while using. The most important feature of an app is that it should be according to what customers want.

This is somehow not very easy for business owners to realize what is good for them and what not. It is a kind of challenge for them to know what customers expect from them and the business. The only way to do this is to listen to them and that is only possible through customer feedback because that is customer zone or an area where customers speak their heart out. Getting customer feedback is very important for business owners as it brings stability and firmness to the company. To understand this algorithm deeply, let us divide customers in two different sections.

Vocal customers

Non-vocal customers

Vocal customers are those who are always set to tell how they feel about a certain product regardless of whether they are satisfied, dissatisfied, angry, happy or anything. They don’t hesitate from leaving their reviews through any possible channel. In one line, they love to be heard and make sure from their end that they are heard.

On the contrary, non-vocal customers form a major percentage of modern-day customers. They often don’t react on the enterprise app. They show their satisfaction by continuing with the app and dissatisfaction by removing the app from their devices. They would hardly reveal what they liked or disliked about the app.

Personally, I love vocal customers, as they are fairly open with their thoughts. They would simply recite app's qualities if they like it or list down the negatives, if they don’t like it. However, a factor to be considered here is that their openness on public platforms can sometime bring bad impact and broom away the customers. As far as non-vocal customers are concerned, they are like a puzzle for the entrepreneurs. They leave business owners amongst questions like – why did he leave, what was that he didn’t like, why are they staying for, what changes and updates should be made in an app.

In terms of enterprise apps, business owners should ensure that they make way the customers looking to give feedback. They should provide those customers with an easy passage to the area where they can pen down their thoughts and opinions. Actually, this is the line between vocal and non-vocal customers who are very impatient by nature. The moment any vocal customer finds it complicated to leave a feedback, he decides to turn into a non-vocal customer.

Business owners should understand that in-app feedback system is all about giving them a voice within the app to share their bitter and sweet experiences with the app, the changes they wish to see and suggestions on how to make it even better. This is very important from a company's growth perspective thus; business owners should ensure that the feedback section in their app is the most visited section.